Every time I go out to eat on a Friday and Saturday night, I see the same issues with customers. As you put your name on the waiting list, you hope that the time will pass by quickly so you can sit and eat. Of course, we all know that this time on these days, restaurants are always really busy so it is expected that your wait will be long. The hostess will say that the wait time is at minimum 1 hour to 2 hours. We all know this! So why do customers get irate when they are waiting? Hunger pains and impatience.
As a manager of a restaurant during this time, he/she must be professional and exude patience themselves as to not become enraged with the behavior of customers who no longer want to wait. They constantly ask where they are on this list to be seated. Watch everyone who gets seated before them to ensure they were not skipped (and will harrass the hostess about it). Managers at times have to ensure proper customer behavior by checking the waiting area to ensure customers are acting civilized. He/she will ask is everyone ok, give something to kids to snack on, offer drinks, and just be friendly.
I am sure that when these days roll around managers are like "here we go again. let's hope for a good dinner service, and no irate customer behavior in the lobby." Working in the restaurant business is challenging but as a manager it can be financially worth it.
What is your opinion about how managers should handle irate customers waiting to be seated and how should they encourage their hostess staff to handle those these people?
